Cherwell Service Management [EOL] vs JIRA Service Management comparison

Why PeerSpot?

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Aug 11, 2026

JIRA Service Management and Cherwell Service Management [EOL] are competing products in IT service management. JIRA Service Management has an edge in pricing and support, while Cherwell Service Management [EOL] is considered superior by many due to its extensive features.

Features: JIRA Service Management excels with integration into Atlassian tools, streamlined ticket handling, and robust workflows. Cherwell Service Management [EOL] provides exceptional customization capabilities, comprehensive ITIL support, and extensive features that can cater better to complex environments.

Room for Improvement: JIRA Service Management could enhance customization options, expand on ITIL support, and improve advanced reporting capabilities. Cherwell Service Management [EOL] may focus on simplifying its setup process, enhancing its user interface, and improving integration with non-native tools.

Ease of Deployment and Customer Service: JIRA Service Management offers seamless cloud deployment and smooth integration with Atlassian services, providing efficient customer support. Cherwell Service Management [EOL] involves more complicated setup due to its flexible on-premises options, potentially making it harder to deploy compared to JIRA.

Pricing and ROI: JIRA Service Management is generally seen as a cost-effective solution, emphasizing pricing transparency and efficient ROI. Cherwell Service Management [EOL] requires higher upfront costs, but its advanced customization can result in substantial long-term ROI for those leveraging its flexible framework.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We needed scalability and the ability to perform 10,000 or 1,000 or 200 tasks at any moment. No other software that we have had could provide such scalability and is built in a modular way."

"The most valuable feature of our solution is the cognitive computing because that is coming onto stream a lot faster than you would think. What used to be in the middle of, "Can this be done or not?", is becoming, "It can be done." We are getting some incredible straight through processing rates with AR around healthcare and financial services."

"The most valuable feature is that a job by RPA can be done three or four times faster than a human without human error."

"This solution has helped us in several ways, the first of which is scheduling processes."

"As we were closing our fiscal year, we had this huge backlog that we needed to clean up. The business was preparing to hire 12 people to do that, and even though they were not sure they could handle it, we built the process to extract and do the entire process just in two weeks. We were able with a single person to clean the entire backlog, which gave us huge benefits."

"The universal recorder along with the Excel basic and advanced packages has been highly valuable."

"With Automation Anywhere, it has become very easy for us to do invoice billing. It has saved us about 80% of the time."

"Most of the features are valuable."

More Automation Anywhere pros

"All our activities are carried out in the one place."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The most valuable features are problem management and change management."

"The dashboard is very useful to get a quick overview of current tasks."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"We use the solution every day and quite extensively."

"The dashboard and the reporting functionality are the solution's most valuable features."

More Cherwell Service Management [EOL] pros

"The visibility features are great."

"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."

"It's easy to set up the solution."

"On a cost-basis, the product offering is very good."

"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

"It's easy to use and the fastest way to handle a ticketing system."

"Transparency of the system helps both internal and external persons involved."

"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."

More JIRA Service Management pros

Cons

"Migration is a little challenging since it requires direct integration with DB, credential vault and all that."

"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."

"The initial setup for the program was not straightforward. It was definitely complex."

"They could improve around continuous integration, e.g., Jenkins and GitHub, stating how you could use those products and integrating them into Automation Anywhere."

"The interface is not intuitive for business users who are used to seeing the process on a flow chart, like a Visio workflow diagram. This may be because of the nature of the way the interface is structured and the way the functions are built in list type of format."

"I need high value products to be created, so I need integration with other solutions. Machine learning and AI need to be integrated with Automation Anywhere. While IQ Bot is a good beginning, our company does not work with manual paperwork since we are already digital. We would like to see more integration with cognitive tools going forward."

"The price is a little high and could be reduced."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

More Automation Anywhere cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The support from the actual manufacturer is poor."

"Access is only available if we're on VPN."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"The stability, specifically in the on-premises deployment model, could be improved."

"The solution could be more user-friendly."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

More Cherwell Service Management [EOL] cons

"The deployment can be a bit complex, especially for those who are not technical."

"The cost of the license is too high; it's a real challenge for companies that aren't already using JIRA products."

"In-built chat is missing in JIRA Service Management."

"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."

"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

"While I really like Scriptrunner, there are behaviors we don't have in the cloud."

More JIRA Service Management cons

Pricing and Cost Advice

"The solution is quite expensive. Not every organization can consider this option."

"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."

"There is an annual license to use the solution."

"In terms of pricing, this is a good product."

"We have a three-year contract with Automation Anywhere."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"It costs around $150 to $200 per user."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

10%

Comms Service Provider

10%

Construction Company

11%

Outsourcing Company

11%

Comms Service Provider

10%

Healthcare Company

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Ask a question

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Cherwell Service Management [EOL]

Compared 14% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 12% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 9% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

Clarity SM vs Cherwell Service Management [EOL]

Compared 4% of the time

More Cherwell Service Management [EOL] Competitors

ServiceNow vs JIRA Service Management

Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

JIRA Service Management

September 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

August 2026

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